IT Support Associate - Dubai, United Arab Emirates - APCO Worldwide

APCO Worldwide
APCO Worldwide
Verified Company
Dubai, United Arab Emirates

1 week ago

Ahmed Al-Mansouri

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Ahmed Al-Mansouri

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Description

The IT Associate works to ensure a smooth operational technology environment through proactive engagement with our staff as requirements, issues or problems arise.

The IT Associate will be a part of an integrated global team providing quality guidance and support to colleagues locally and across the APCO network.

The role offers extensive on-the-job learning opportunities and you will be working with the very latest hardware and collaboration technologies.


Primary Responsibilities:

  • Help desk support for regional and global users both inperson and remotely, working with the global service desk team and ensuring cases are updated and repeating issues are addressed effectively.
  • Engage service providers and vendors in logging support or service tickets as required or assigned.
  • Participate in projects to improve service provision, performance or to resolve an ongoing requirement. Other responsibilities as assigned.
The most important qualities for success in this role are:

  • A genuine interest in technology.
  • Determination, adaptability, independence and the ability to "find" work.
  • Effective prioritization and organizational skills
  • Empathetic communication skills Demonstrable ability in troubleshooting complex issues, research, analysis and critical thinking

Qualifications:

  • BA/BS or Technical degree in Information Technology related field is highly desirable COMPTIA A+ and/or Network+, Microsoft certification (MTA, MCP, MCITP, MCSE) or JAMF certification highly desirable.

Required Knowledge/Experience:

  • 12 years of relevant experience, ideally with a professional services firm.
  • Experience in Tier 3 or Tier 2 helpdesk support
  • Supporting PC and Mac hardware, peripherals and networking technologies.
  • Hardware and software troubleshooting techniques, tools and utilities
  • Windows, MacOS, IOS and their cloud management platforms e.g. InTune
  • Experience with managing MacOS and IOS devices with JAMF Pro.
  • Office365 or other business productivity
- suite administration experience

  • Experience supporting Zoom and Teams for remote users, and an understanding of conference room AV technology.
  • Experience working consistently within a call tracking system (e.g. Freshservice), assigning, updating and closing tickets in a reliable manner
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